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In the fast-paced retail industry, maintaining a seamless and unified view of customer interactions can be challenging. With data spread across multiple systems, understanding a customer’s journey becomes fragmented, limiting growth opportunities. This was the case for one of AiSynapTech’s retail clients, who was struggling with disconnected customer data, affecting both upsell opportunities and customer satisfaction. AiSynapTech’s Salesforce Customer 360 solution helped bridge this gap, creating a unified profile for each customer and unlocking new business potential.
Disconnected View of Customer Purchase and Support History
For the client, understanding customer preferences and behavior was a challenge due to fragmented data. Customer purchase history, service requests, and loyalty data were stored in separate systems, creating a disconnected view of the customer. As a result, sales teams lacked comprehensive insights, which limited their ability to identify upsell opportunities and respond to customer needs effectively. Key Points:
Data was siloed across multiple platforms.
Sales and support teams lacked a 360-degree view of customers.
Upsell opportunities were missed due to poor data accessibility.
Customer service was hindered by incomplete customer profiles.
The lack of integration led to low overall customer satisfaction.
Seamless Integration of Customer Data with Salesforce Customer 360
AiSynapTech’s solution was designed to consolidate customer data into a single, unified platform using Salesforce Customer 360. The team integrated disparate systems, including purchase, service, and loyalty data, into a centralized customer profile. This allowed for real-time insights, streamlined customer service, and more effective upselling strategies. Key Points:
Integrated purchase, service, and loyalty data.
Centralized customer information in Salesforce Customer 360.
Automated data syncing across systems for real-time updates.
Empowered sales and support teams with actionable insights.
Improved communication between departments for better customer engagement.
Unified Customer Profiles for Smarter Decisions
AiSynapTech deployed Salesforce Customer 360, creating a centralized hub where customer data from various touchpoints was integrated. Sales and customer support teams now had instant access to comprehensive profiles that included purchase history, service interactions, and loyalty information. The result was a more personalized and effective approach to customer engagement. Key Points:
Centralized customer profiles in Salesforce.
Data synchronization across multiple platforms.
Real-time access for sales and support teams.
Enhanced customer experience through personalized engagement.
Enabled targeted upsell strategies based on complete customer data.
KPI
Before AiSynapTech
After AiSynapTech
Improvement
Upsell Opportunities
Low upsell conversion rate
48% higher upsell opportunities
+48%
Customer Satisfaction
Low satisfaction ratings
25% improvement in satisfaction
+25%
Customer Data Integration
Disconnected systems
Unified, real-time customer profiles
Full integration
AiSynapTech’s solution led to significant improvements in upsell opportunities and customer satisfaction. The unified customer profiles created by Salesforce Customer 360 empowered the retail client to engage more effectively with customers, improving both revenue potential and loyalty.
“Working with AiSynapTech was a game-changer for our business. The Salesforce Customer 360 solution helped us gain a 360-degree view of our customers, and we saw a clear increase in upsell opportunities and customer satisfaction. The integration was seamless, and the results speak for themselves.”
